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  • 1.  Invalid System Wrap

    Posted 03-03-2023 03:59
    No replies, thread closed.

    Hey,

    Why on Genesys cloud we do not have System Wrap like Phone Switched Off, Not Reachable. All these calls are going an NO ANSWER, isn't this wrong.? How to fix this.?


    #Outbound

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    Raghuvaran G
    Swiggy
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  • 2.  RE: Invalid System Wrap

    Posted 03-08-2023 06:11
    No replies, thread closed.

    Hello Raghuvaran,

    I would expect those (phone switched off, not reachable) to result in ININ-OUTBOUND-SIT-CALLABLE (https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/).  If you're seeing ININ-OUTBOUND-NO-ANSWER instead, then it is likely due to the carrier spoken message not being detected correctly via audioprints, and so a case should be opened to have those messages added to the audioprint database.  You can also feel free to attach example carrier recordings here for initial feedback to confirm these suspicions.



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    Jason McDowell
    Genesys - Employees
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    Original Message


  • 3.  RE: Invalid System Wrap

    Posted 03-08-2023 07:11
    No replies, thread closed.

    Hi Jason,

    I have raised a care ticket, as per them they didn't get any response from the TELCO in 30 seconds (ISDN Cause Code) Hence the cancellation request was sent and call wrapped as NO ANSWER.

    However in that 30 seconds the system played TELCO AUDIO which is not captured by GENESYS CLOUD. How do I fix this.



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    Raghuvaran G
    Swiggy
    ------------------------------

    Original Message


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